BSBCUS301 BSBLIB404 Customer Service

Today we will cover the last 2 elements of the unit BSBLIB404 3 Use online catalogues to assist customers 3.1 Use basic search features of online catalogues to provide current and accurate information to customers 3.2 Use online catalogues to assist customers in locating information resources in library collections 3.3 Explain classification numbers and shelving location symbols or prefixes displayed on online catalogues to customers 4 Maintain knowledge of ILMS trends and emerging technologies 4.1 Source information about current industry trends and emerging technologies in relation to ILMS 4.2 Provide information to colleagues in relation to add-on library automation software and hardware Online Catalogues Basic Search Features Basic search features include finding resources based on using: author combined search keyword phrase quick search subject title Here are the links to the catalogue for some of the libraries in our area: Casey Cardinia Library ...

BSBLIB404 Use integrated library management systems 2 Provide customer support in relation to circulation and lending 2.1 Provide current and accurate information to customers in relation to circulation and lending policies and procedures, including self-service systems 2.2 Process loan and return transactions according to organisational policies and procedures, including security procedures 2.3 Follow safe work practices when performing circulation and lending services 2.4 Manage competing demands for services according to customer service standards 2.5 Resolve customer enquiries and complaints within scope of own job role 2.6 Refer complex customer queries and complaints to relevant personnel 2.7 Provide information on range of services which may incur costs, including pre-paid services 2.8 Process financial transactions KOHA links and documentation Just a quick follow on from last week - if you are looking for tutorials and/or documentation for KOHA, here ...

You should now be working on the questions for the Customer Service assessment.  Does anyone have questions or issues regarding the assessment?  BSBLIB404 Use integrated library management systems This unit describes the skills and knowledge required to apply a basic understanding of the interrelated functions of integrated library management systems (ILMS) to use online catalogues, process loan transactions, and provide circulation and lending services to meet customer needs Circulation Class Discussion 1 What do we mean by circulation?  What are some other terms that are used instead of circulation? What tasks do you think are undertaken at the library circulation desk? Make a list of ALL the tasks that may be undertaken at the library circulation desk. What skills do you think you need to work at the circulation desk?   Integrated Library Management Systems What is an Integrated Library Management System (ILMS)? https://lucidea.com/...

Role Play Assessments During today's session, you will be completing your customer service role play assessments. Students will work in small groups to prepare for their customer service Role Play. use communication skills to establish rapport and build relationships with customers in accordance with organisational requirements identify customer needs using appropriate questioning and active listening skills provide customer service in accordance with organisational requirements respond to and record customer feedback and action taken according to organisational standards, policies and procedures produce a report which identifies and recommends ways to improve service delivery. Refresher before we start: How can we build Rapport? What is Active listening? What types of questions can you ask?  How do you gain feedback after the event?  Class Activity 1 On the whiteboard write down some ways that you can build rapport with customers Class Activity 2 Read the article  https...